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System Service & Delivery, Inc.SSD Global Solutions

Lean Problem SolvingMini Kaizen Event:

Reducing Time Spent in Out of Home Care for Children

Session Begins at 9:00 a.m.

Today – A Mini Kaizen Event

• Opening Remarks• Lean Warm Up Exercise• Brief Explanation of Lean Thinking• Overview Kaizen Event• Define the Problem Statement• Learn Analytical Problem Solving Skills• Discuss Next Steps Involved in Execution

Result: Process Improvement

• What Lean Tool Was the Most Helpful?• What Process Improvement/s Should Be Put

In Place?• Why Did You Make that Decision?• Who Does What?• What Controls Should Be Put In Place to Make

Sure this Happens!

Opening Remarks – Today’s Facilitator

• Terra Vanzant-Stern, PhD– PMP, SPHR/GPHR– Six Sigma Master Black Belt– Written Books, Articles and White Papers – American Society of Quality (ASQ)

• Certification Chair Denver ASQ• Board of Lean Enterprise Division• Board of Human Development & Leadership• Co-Chair ASQ Rocky Mountain Quality

Conference– Feb 6-9, 2013– Lean Government Track

Opening Remarks – Our Company

• System Service & Delivery, Inc.– Global Mergers and Acquisitions– Global Relations/Critical Thinking Skills

• SSD Global Solutions– Specializes in Accelerated Certification and

Training• National Certifications in Lean and LSS

– Problem Solving (Consulting)

Lean Tools

• Thinking Tools (Examples)– 5 Whys– Structured Brainstorming– Probability Models

• Statistical Tools (Examples)– Histograms– Pareto Charts

SSD Global©

Example – The Five Whys

You are on your way home from work and your car stops:

– Why did your car stop? Because it ran out of gas.

– Why did it run out of gas? Because I didn't buy any gas on my way to work.

– Why didn't you buy any gas this morning? Because I didn't have any money.

– Why didn't you have any money? Because I lost it all last night in a poker game.

Problem Statement

• More Realistic: The Federal Measurement Goal of Maintaining Children in a Stable Environment is not being met by Bexar County (San Antonio) Texas Child Protective Services

What is the first “Why?”

SSD Global©

Exercise – Root Cause Analysis the 5 Whys

• I haven’t started an exercise program• I am always late to work• My closet is a mess• I’m always losing my keys

Lean Thinking – Process Improvement

• Existing Process– Process of Responding to Initial Abuse– Process of Closing an Assessment

Timely– Process of Reuniting a Child with a

Family Member• Make that Process

– Better – Faster– More Cost Effective

Lean Thinking for Government

• Many Process Improvement Programs or Approaches– Spin– Examples: ISO, Six Sigma, CMM, LSS

• Advantages of Lean– Speed– Reducing Waste– Can Be A Grass Roots Effort

Kaizen Event

• Rapid Problem Solving via a Meeting• Typically last 2.5 – 5 Days (5 Days:

Norm)• A Facilitator • Work Through a Model

– PDCA, DMAIC, SCORE(Plan, Do, Check, Act – Define, Measure, Analyze,

Improve, Control - Select, Clarify, Organize, Run, Evaluate)

• Determine a Solution/s• Create an Plan for Improvement

Mini-Kaizen Event

• All Kaizen Models Require working on these items first– Clear Overall Mission, Vision, Values– Problem Definition– As-is Picture of Where We Are Today

• At Our Starting Point Today– 75% of Most Models– Not 75% to the Problem Solution

Colorado Department of Human Services

• Mission• Vision• ValuesLean Thinking: How Does the Process Improvement Tie to the Mission, Vision and Values?

Department of Child Welfare

• Mission• Vision• ValuesLean Thinking: How Does the Process Improvement Tie to the Mission, Vision and Values?

EXERCISE

Problem Definition and Measurement

• DCW has identified 12 measures related to 3 different areas:– Safety– Permanency/Placement Stability– Reducing Time in Care

• Reducing Time in Care– Reunification with Family Member– Length of Time Leading to Adoption– Length of Time in Out of Home Care

5 Whys

• Why, in this Session, Are We Not Working On:

Enhancing the Emotional Well Being of Children in Out of Home Care?

EXERCISEGood News Statement!

Today’s Process Improvement

• Closer to Meeting the Federal Measure Related to Children in Out of Home Care for More Than 24 and 36 Months

• How does that tie to our Mission, Vision, and Values of the Colorado Department of Human Services?

EXERCISE

Kaizen Event Reminder

• Determine the Process that Should Be Improved

• Understand how it ties to the Mission Vision and/or Specific Goals

• Get an As-Is Picture– C-Stat (Statistical Tools)– We Might Have Used Other Tools Such as

Observation, Interviews, Surveys

Who Is Involved? (Stakeholders)

• Suppliers• Input• Output• Process• Customer

EXERCISE

Who Is Involved?

• Suppliers• Input• Output• Process• Customer

EXERCISE

IInputs• VoC:

• Charter• VoC Chair Job

Description• VoC Chair• Community of

Practice• Instruments• Database

• Information Requests• Goals• Objectives

• Network Communication

• QMP

OOutput

• VoC:• Chairs• Community of

Practice

• Information

• Communication

• Recognition

• Priorities

• More Effective ASQ • Networking• Training

• Customer Insight

CCustomers

• Members• Existing • Potential• Former

• Member / Leaders• SAC• DAC

• Member Employer

• ASQ :• Sections• Divisions• Regions• Marketing • Board

• Business Community

• ASQ:• Board• Marketing • Divisions• Regions• Sections

• ASQ Member / Leaders• SAC• DAC

• Members• Existing • Potential• Ex

• Member Employer

• Business Community

VoC Successful Ideas Sharing

Update Quest. Library

VoC Chair Recruitment

VoC Chair Training

VoC Chair Welcome

Survey Results Repository

VoCC VoC Chairs

SSuppliers

IInputs

PProcess

Survey Development

SurveyProcess

Survey Analysis

ActionPlanning

Results Communication

EXAMPLE

How Does it Work Now?

Toolbox

Is There a Lot of Variation?

• Six Sigma Methodology Has a Theory• Y = f(x)

– Y Output– x Input/s– f how does that input function

Y = f (x)Y (f) x

Bake a Great Cake(Positive Outcome)

Stove

TempSizeLocationClean

EggsFlourStoveMixing BowlRecipe

Variation Study

Bad Coffee

Not to be reprinted without the expressed written permission by SSD

Global, Inc.

Simple FMEA : Soft Drink Machine

Function Potential Failure

PotentialEffect of Failure

PotentialCause of Failure

Current Process Control

Dispense correct soft drink

Does not Dispense the correct soft drink

Customernot happy!

Not enough Soft drinks available or not enough of the right kind of soft drinks

Deliveries made each Saturday

Results: Process Improvement/s

• What Lean Tool Was the Most Helpful?• What Process Improvement/s Should Be Put

In Place?• Why Did You Make that Decision?• Who Does What?• What Process Control Should Be Put In Place

to Make Sure this Happens!Individual Presentations

FMEA Thinking

Function Potential Failure

PotentialEffect of Failure

PotentialCause of Failure

Current Process Control

1.

2.

3.

SIPOC

Supplier Input Process Output Customer